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Extended workforce management time-off submission window and management unit fixed date settings
Agents can now submit time-off requests up to 731 days (two years) in advance, supporting long-term planning and time-off bidding processes. This update also introduces a Fixed Date option in Management Unit settings, allowing organizations to set a specific cut-off date for accepting time-off requests. These enhancements provide greater flexibility, improve operational planning, and give organizations more control over time-off management.
Set limits on shift types and weekend work in schedules
Administrators and schedulers can now define minimum and maximum limits for specific shift types and set the number of required working weekends directly within a work plan. These controls help create fairer schedules by distributing critical or less desirable shifts and weekend work more evenly across employees. This update supports compliance with organizational and regional scheduling guidelines while improving consistency in shift planning.
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Policy-based station-side call recording
Administrators can now capture policy-based recordings directly at the user’s station that handles the call. With station-side call recording, administrators can enable recordings on specific users’ phones. This feature improves the capture of internal calls according to company policies, such as conversations between employees or calls to internal support teams, providing broader coverage for compliance and quality needs.
Search transcript content up to 90 days back
Users can now search for words and phrases in transcripts from interactions that occurred up to 90 days ago (an increase from the previous 60-day window). This update helps teams review a broader range of customer interactions for quality assurance, compliance checks, and performance insights. With a longer lookback period, users gain more flexibility in identifying patterns, addressing concerns, and supporting operational analysis.
Improved native voice transcription readability for Portuguese
Genesys Cloud improved native voice transcription readability for Portuguese dialects (pt-PT and pt-BR). These enhancements apply to capitalization, punctuation, and normalization of digits for Portuguese language transcripts.
Exclude existing topics and phrases from topic mining
Administrators can now set configuration to ignore topics and phrases already configured in an organization. This feature helps reduce duplicate suggestions and keeps the focus on identifying new and relevant conversation patterns. A global exclude list is also available, allowing teams to filter out specific words or phrases from mining results for cleaner, more actionable insights.
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Evaluation data access via consolidated reporting views
Administrators can now access evaluation data through consolidated reporting views, and Genesys Cloud will retire the Performance > Overview (Evaluations) page. Administrators can access the evaluation and calibration data previously available on that page through other reporting views within the platform. This change helps reduce duplication and keeps evaluation and calibration workflows consistent with other analytics and reporting tools in Genesys Cloud. When users submit calibrations, dispute evaluations, or review evaluation data, Genesys Cloud directs them to the relevant interaction or reporting view and displays the appropriate results. These updates help evaluators and administrators easily track pending and completed evaluations, completed calibrations, and evaluation activity by agent or evaluator (all within familiar, consolidated reporting areas). This feature also helps ensure that reporting tools use consistent and future-ready analytics APIs. Additionally, the new My Assigned Evaluations view enables evaluators to easily manage their assigned evaluations, prioritize tasks, and track completion status over time.
Unlimited archived recording restorations
Supervisors and quality managers can now restore archived recordings without the limitations previously imposed by Genesys Cloud. This update removes the restoration limit, enabling full-scale access in a single step. Removing the limit for restoration improves usability and eliminates the need for repeated requests or manual workarounds, streamlining workflows and increasing operational efficiency.
Increased number of AI-scored questions allowed in evaluation forms
Genesys Cloud increased the number of AI-scored questions allowed on evaluation forms from 15 to 20. This update helps quality assurance teams design more detailed evaluations that capture a wider range of agent skills and behaviors. With this added flexibility, AI can support more of the evaluation process, helping to improve consistency and reduce manual effort as QA programs extend.
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Genesys Agent Copilot and Genesys Virtual Agent language support for Danish, Finnish, and Norwegian
Genesys Agent Copilot and Genesys Virtual Agent now supports Danish Denmark (da-DK), Finnish Finland, (fi-FI) and Norwegian Norway (nb-NO).
Genesys Virtual Agent support for Arabic, Hindi, Korean, and Swiss German
Genesys Virtual Agent now supports Arabic UAE (ar-AE), Hindi (hi-IN), Korean Korea (ko-KR), and German Switzerland (de-CH) dialects.
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